Job Description

Key Responsibilities:

Review and investigate customer complaints received by the bank regarding banking products, services, and internal processes. Ensure compliance with banking regulations and industry standards during investigations and resolutions. Prepare detailed reports outlining the findings of investigations and resolutions, ensuring all actions comply with regulatory guidelines and act of natural justice. Coordinate with internal stakeholders on the recommendations of internal ombudsman and ensure implementation with consent of the stakeholders. Ensure that the complaint resolution process is unbiased and maintains a high level of transparency. Facilitate the resolution of conflicts between customers and bank through effective mediation. Act as a neutral third party to help parties find amicable solutions without escalating issues further. Escalate serious issues or patterns of systemic problems to senior management as required. Regularly review internal policies and procedures to identify any gaps or areas of improvement based on recurring complaints or trends. Recommend modifications to internal practices or processes to mitigate the risk of future complaints and enhance customer satisfaction. Serve as a point of contact for customers facing unresolved issues with banking services, ensuring that complaints are addressed fairly and efficiently. Advocate for the customer's concerns within the bank, ensuring that their complaints are given appropriate attention and action. Proactively engage with different departments to address underlying systemic issues or recurring complaints.

Required Qualifications:

Education:

+ A Bachelor's degree in Business Administration, Banking & Finance, or related fields.

Experience:

+ Minimum of 5 years of experience in compliance, or customer relations role within the banking or financial services sector.
+ Prior experience in managing complaints, dispute resolution, or customer service, particularly in the banking industry, is highly desirable.

Skills and Competencies:

+ Strong knowledge of banking products, services, and regulatory requirements.
+ Expertise in dispute resolution, including mediation and negotiation skills.
+ Excellent communication and interpersonal skills to manage sensitive issues.
+ Strong analytical skills to assess complaints and provide well-reasoned recommendations.
+ Knowledge of banking regulations (e.g., RBI, Banking Ombudsman, consumer protection laws).
+ Proven ability to maintain impartiality and confidentiality in sensitive matters.
+ Strong organizational and report-writing skills.

Job Snapshot

Updated Date
13-01-2025
Job ID
Job_6178
Function
CEO Office
Location
APBL Gurgaon, Gurgaon, Haryana, India
Experience
5 - 6 Years
Employee Type
Employee
Hiring Type
Lateral Hires